FocalScope ticket states are very useful for organizing tickets into different priorities and to keep a clear overview of pressing matters. This article explains why on hold tickets appear duplicated under the closed tab and how to spot the difference between closed tickets and on hold tickets under the closed tab.
On hold tickets will also appear under the closed tab because FocalScope treats on hold tickets as temporarily closed tickets, thus on hold tickets appear in both the on hold and closed tabs. When a ticket is put on hold it is actually closed, but with additional instruction given to the system to reopen it automatically at a certain time. This behavior can be observed by doing the following:
Figure 1 - Placing a ticket on hold
Figure 2 - A ticket in the on hold tab